How to Resolve eBay Global Shipping Programme Delivery Issues and Returns

If you’ve bought or sold an item on eBay using the Global Shipping Programme (GSP) and it hasn't been delivered or needs to be returned then this is the video for you.
I’m going to cover everything you need to know about eBay GSP issues like:
1) Item Not Delivered, Return to Sender
2) Item is Undeliverable
3) Returning an Item bought via the GSP on eBay
I recently sold something on eBay to the USA via the global shipping program and it was eventually marked ‘undelivered, return to sender’ in the tracking and the buyer opened a case against me because they had not received their item.
I was pretty sure that I wasn't responsible for the delivery once the item had reached an eBay GSP warehouse, but eBay allowed the buyer to open a case against me and froze my finds pending resolution of the case.
I wanted to know who was responsible for refunds when items could be delivered or were returned after being bought on ebay via the GSP. I was pretty sure it was eBay but there was no obvious way for myself or the buyer to take it up with them.
I checked the eBay GSP page for eBay UK but I didn't find a proper answer to my question, so I phoned eBay and got my answer veryt quickly, but it wasn't what I was expecting.
Undelivered and Undeliverable items are treated largely the same, they are eBay's risk once they enter their GSP warehouse, so they are responsible and if the item doesn't reach the buyer, they issue a refund to the buyer.
The way my buyer got a refund was to open a case against me for 'item not received' - I then phoned eBay and said " this isn't my refund to give" - eBay agreed with me, closed the case and then the buyer had to phone eBay in the USA and appeal the decision, at which point he got his refund.
If the buyer gets the item and wants a return, that's different; the item has been through the GSP but can't go back into it again, so it is up to the buyer and seller to agree who pays for what regarding the return. No help from eBay with taxes or shipping.
If you have had a similar issue on eBay with the global shipping program, please drop me a comment below and let me know what happened, as I learned quite a lot whilst making this video and I suspect it's only the tip of the iceberg!
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[@JamesDoesThings]

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[@dorsetbookbuyer8701]

I have had this happen to me. What I did was to ask the buyer to open an item not received case. I upload the tracking again. After about 4 days I asked ebay to help. When the option appears. Stating that this was a gsp order and it is their responsibility. Each time the case has been closed in my favour and the buyer also refunded.

[@JamesDoesThings]

Thanks for letting me know - It's good that this is an option too, because I think getting access to human customer service reps on the phone is harder in some countries than others.